Remote Quality Analyst – Roadside Assistance

Symbos; Manila; On-site; PHP 360,000 - 480,000; Full time

Job summary

Symbos is seeking a Quality Analyst to monitor, evaluate and improve quality, compliance and customer experience outcomes for a 24/7 roadside assistance account. You will review calls and case documentation, provide practical coaching insights, and help calibration efforts to raise service standards.

The role supports urgent roadside situations with accuracy and empathy, requires 2–4 years in QA or contact centre operations, and will start onsite for the first 20 days of training before

Qualifications

• 2 to 4 years of experience in quality assurance, customer service, roadside assistance, dispatch or contact centre operations.
• Experience reviewing customer interactions, completing scorecards or providing coaching insights.
• Strong analytical, investigative and evidence-based assessment skills.
• Clear written and verbal communication skills.
• Willingness to work onsite for the first 20 days of training.
• Ability to work independently in a remote work environment.

Responsibilities

• Monitor calls, case notes, service actions and customer interactions against quality frameworks.
• Assess accuracy, empathy, professionalism, location capture, policy coverage, service-provider coordination, documentation and adherence to workflow.
• Complete quality scorecards consistently and provide clear evidence for evaluation outcomes.
• Identify quality trends, compliance risks, process gaps and coaching opportunities.
• Share insights with Team Leaders, Training and Operations to support coaching, calibration and continuous improvement.
• Escalate potential compliance breaches, complaints, safety concerns, process deviations or customer experience risks as required.
• Support quality calibration sessions and help translate findings into action plans.

Job description

Symbos is seeking a Quality Analyst to monitor, evaluate and improve quality, compliance and customer experience outcomes for a 24/7 roadside assistance account. You will review calls and case documentation, provide practical coaching insights, and help calibration efforts to raise service standards.

The role supports urgent roadside situations with accuracy and empathy, requires 2–4 years in QA or contact centre operations, and will start onsite for the first 20 days of training before